Challenge Question Feature (formally Forgotten Password feature) ^top

Can't remember your Internet Banking password? If you use the Challenge Question feature feature, you won't have to wait for a reminder to come in the mail, you can unlock yourself!

When you log into Internet Banking, you will see a new screen which invites you to use the Challenge Question feature. All you need to do is choose one question from each drop-down box (three questions total), answer the questions, verify your email address, and you're done! (Answers are limited to 64 characters.)

After you have answered these questions, any time you forget your password simply click on the Password Retrieval link on the Internet Banking login page, enter your member number and answer your three questions and you will be given the opportunity to create a NEW Internet Banking password.

Setting up the Challenge Question Feature

Log into Internet Banking and click "User Options".

Don't forget to keep track of your answers. Confirm them on this screen by clicking OK.

You will receive a confirmation and be inside Internet Banking.

You can change your answers any time by clicking the "User Options" tab in the top of right corner of Internet Banking.

Using the Challenge Question Feature

Select the Password Retrieval Link on the Internet Banking login form.

The system will request your member number.

Answer the questions (remember the answers must exactly match what you put into the system).

Create a new password between 6 - 16 characters and click continue.

You're in!

Still Have Questions? Read on...

How Secure is the Challenge Question feature?

There are several security features associated with this new service...

When an attempt use the Challenge Question feature occurs, an email is sent to the email address on file with ESL notifying you that this feature has been accessed.

You are only allowed 5 attempts to answer the questions in the Challenge Question feature feature before you are permanently locked out of the system. To re-access Internet Banking, you must contact ESL using Live Member Service or by calling 585.336.1000 to be re-activated.

The responses to your Password Validation questions are saved on a database in an encrypted format. ESL cannot view or retrieve any of this information.

Do I have to use the Challenge Question feature?

Yes. As part of our new Enhanced Login Security Feature, all Internet Banking users must set up Challenge Questions.